15 Apr 2020 | Posted In Money advice news

Following a request during the second ‘MALG Members Friday Forum‘, which was set up to help those from across the money advice and debt landscape to work together to tackle the Coronavirus crisis, we have curated a list of creditor email addresses for advisers to who are struggling to get in touch on behalf of their clients.

These contacts have been provided to offer third party advisers a ‘fast track’ route to support when they are unable to use their usual contacts and routes into creditors due to ‘social distancing’ measures in place. With the demand for money and debt advice now greater than ever, our aim is to make it as easy as possible for advisers and creditors to continue to work together for the benefit of customers, particularly those that are vulnerable.

The list below is what we have so far (as of 27/11/2023) but it is regularly updated on an ongoing basis. Creditors, please send specific adviser email addresses to be added to this list to info@malg.org.uk.

Collections

Banks/lenders/credit/retail

 

Utilities

Local Authorities

  • Wilkin Chapman is currently working with circa 100 Local Authorities across the country and can provide advisers with direct contact details for people at Councils who can help resolve cases – email Paul Bowden on paul.bowden@wilkinchapman.co.uk

Other

160 comments on “MALG publishes list of creditor email addresses for money advisers during Coronavirus crisis”

  4. Note that Thames Water is not on the utilities list. I used to be able to email them but in last couple of months this facility seems to have disappeared! Could someone look into this as need to contact them on behalf of a lot of my MA clients!

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  21. Hi, I’ve just tried to use the O2 email & had the following response:

    Thanks for contacting the O2 Resolution Expert Team. We are working hard to ensure that we are maintaining service for all teams as much as possible but currently the Resolution Expert service is unavailable for new emails. If you have responded back to one of our emails, we are working through these and will come back to you as soon as we can. We apologise for any inconvenience this may cause.

    You have 24/7 access to your account on My O2 through the app or online. This is the best way to stay in touch and manage any customer service queries.

    Regards

    O2 Resolution Expert

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  36. Can anyone help with a Barclays contact email? Have been trying for months by phone and then get passed through to different departments, some of which are still closed.

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  50. Can we please find an email for Lloyds?
    Also, I have been given this address for them today by their Collections team:-
    PO Box 5429, Brighton, BN52 9BR
    I’ve never seen this address before.
    Can anyone confirm?

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  53. We’d been using Lloyds Collections, PO Box 487, Brighton BN1 4GY but we’ve just had some letters returned to us as “gone away”. Will try the new PO box address posted by Diane Jones – thank you

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  66. Hello. I have used the email address for Bristow & Sutor (mail@bristowsutor.co.uk) today. However, I have received an auto-reply that states that the address does not accept incoming emails and therefore it will not be looked at. It instead advises me to look on their website and to use a more secure method of contact by completing an Advisor Only pro-forma for contact.

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  91. Hello, I’ve tried the ThirdPartySupport address at British Gas and get this response “This email address only deals with Power of Attorney and Deputy requests where the customer is sending in legal documentation.” – Does anybody have an alternative email address for them?

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  96. Does anyone have an email address for Barclays Bank plc please. I have been told by Barclay Call Centre staff that there is an email address for Debt Advice Agencies but the call handler was not able to supply this to me

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  119. Has anyone made email contact with Merligen Investments? We found them on a credit report and there seems to be very little info except that they are or were a debt collection agency

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  129. NCO Europe have directed me to Shop Direct for a debt found on a credit report (as they have no record) but the only email address for Shop Direct I have is for NCO Europe! Does anyone have something else??

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  130. Lloyds Bank contact
    I used the suggested PO Box 5429, Brighton, BN52 9BR by Diane for an overdraft account. I actually recieved a response today! Thank you Diane. It may be a sorting centre as the address on the letterhead was noted to be:
    Collections Centre
    PO Box 60
    Chester
    CH1 3BE

    With a freephone number: 0808 145 0371

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  137. When I called Shop Direct today they refused to confirm the NCO email address and said they didn’t know from where I got that one! They said they do not have an email address they can give out and they can only advise customers to contact via their portal. I’ve ended up putting everything in the post which is just dandy given the number of strikes we have at present!

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  144. Re Lloyds and MBNA – we at Sidcup Debt Advice have been trying via Email, Twitter, DM, Ombudsman, Martin Lewis, the lot…they just say POST! Which isn’t working! This is NOT good enough! Ombudsman said complain but their form isn’t exactly helpful for a policy decision! My question today online is ‘What do Stepchange do?’!

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  145. Having tried and tried to obtain an email from Lloyds I called them today – after talking to 2 people I was cut off but the essence of my question was – fine, no email? In that case can you send a supply of SAEs as we are a Debt Advice charity and with the increased cost of postage it’s not possible to send documents physically time and time again.
    After the cut off I went through to their executive office who answered me in January with a ‘so sorry we don’t’ so will now wait for their next reply.

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  149. Hi all – another 2 problems – Amex first – they say on their website they have a hardship mail so I sent the Authorisation and balance request – 2 mins later an auto mail comes back with ‘please be aware that we are unable to respond by email’ – so this is a creditor that publishes a financial hardship email but won’t answer on mail !
    The second is Vodafone – they say that before they can discuss a client they need photo id from the client + a Birth Certificate! They have the authorisation ! They also provide the balance…
    I am mailing our MP as a lobby mechnaism but it seems they just want to make it hard to sort people out!

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  151. Barclaycard email address bounces back as undeliverable. I tried removing the client’s credit card number from the email in case it did not like sensitive information – but still bounced back.

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  152. Having real problems with Anglian Water, not their contact details (I have that) but their new extra care assessment scheme application does not accept money advice LOA’s. Have to get clients to complete Anglian’s own consent forms adding much time and effort to our process 🙁

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